HR Specialist - Operations

Role: HR Specialist

Location: Bangalore

Schedule: 12:00pm to 9:00pm

Working model: Hybrid 

Introduction:

• The Global People & Culture Help Desk Specialist is a key member of the People & Culture Operations team and serves as a first point of contact for colleagues seeking support with People & Culture-related questions, requests and processes.

• The role is responsible for providing timely, accurate and colleague-focused support through the People & Culture help desk (“MyCSC Helpdesk”), resolving first-line enquiries wherever possible and ensuring more complex cases are effectively routed to the appropriate People & Culture specialist.

• Operating across APAC, EMEA and AMRS, the Specialist develops a broad working knowledge of global and regional policies, benefits and processes and applies this knowledge consistently while recognizing country-specific requirements.

• In addition to day-to-day case management, the role contributes to accurate employee data and documentation, effective knowledge management and continuous improvement of People & Culture services. The Specialist identifies recurring questions and root causes and works with colleagues across People & Culture to improve processes, knowledge articles and the overall colleague experience.

Some of the things you’ll be doing:

• Serve as the first point of contact for People & Culture enquiries, providing timely, accurate, and colleague-focused support through the MyCSC Helpdesk.

• Investigate and resolve enquiries efficiently, responding within agreed service levels and achieving first-contact resolution whenever possible.

• Take ownership of cases from receipt through resolution, including appropriate escalation to specialist teams when additional expertise is required.

• Handle employee information with the highest levels of confidentiality, discretion, and compliance with data privacy requirements.

Employee Support & Service Delivery

• Manage employee enquiries and cases, maintaining accurate records and ensuring timely follow-up in line with business priorities and service expectations.

• Provide guidance on People & Culture policies, benefits, processes, and self-service tools across APAC, EMEA, and AMRS.

• Support employee lifecycle events by reviewing documentation and coordinating required updates to records and benefit arrangements.

• Identify recurring issues, service challenges, and process gaps, escalating trends and opportunities for improvement to relevant stakeholders.

Employee Data, Records & Administration

• Maintain accurate employee data and People & Culture records within MyCSC and related systems, ensuring compliance with established procedures.

• Process, validate, and maintain employee documentation and transactions with a strong focus on accuracy and attention to detail.

• Support data quality reviews, investigate discrepancies, and coordinate corrective actions with relevant teams.

• Ensure employee records and supporting documentation are properly received, recorded, retained, and managed throughout the employee lifecycle.

Knowledge Management, Collaboration & Continuous Improvement

• Utilize and maintain People & Culture knowledge resources, contributing to the ongoing enhancement of articles, FAQs, process guidance, and standard responses.

• Partner with People & Culture teams, subject matter experts, and specialist functions to deliver seamless and effective colleague support.

• Analyze enquiry trends and recurring cases to identify root causes and recommend improvements to processes, communications, workflows, and self-service capabilities.

• Share best practices, lessons learned, and operational insights to drive consistency, service quality, and continuous improvement across the Help Desk function.

What technical skills, experience, and qualifications do you need?

• 3-5 years of experience in HR Operations, HR Shared Services, or HR Help Desk. 

• Strong analytical skills with experience identifying trends, root causes, and process improvement opportunities. 

• Excellent communication, stakeholder management, collaboration, and customer-service orientation 

• Hands-on experience with HRIS systems